You can schedule a callback to the customer if your manager enables the Scheduled Callback functionality.

  1. Click the Clock icon to open the Schedule Callback tool from the agent panel.
  2. A calendar and time selector appear.

  3. Specify the details of the callback.

    • The schedule callback window displays a phone number. You can enter a new number (if permitted by the manager) that should be dialed when the callback is scheduled. The scheduled callback window can also display or allow you to enter a phone number in the E.164 format for international dialing. 

      The E.164 format is as follows: +<Country-Code> followed by the remaining digits. For example, a London UK number in E.164 format is stored as +44 123 456 789.

    • Specify the time of the callback using the drop-down options.
      Adjusting to the customer's time zone from the       TimeZone drop-down menu means you do not have to convert the customer's time zone to yours and vice versa. The available time zones are as follows:

      • UTC (Coordinated Universal Time)
      • Lisbon

      • Chuuk

      • Hawaii

      • Central

      • Kosrae

      • Kolkata
      • Kiev

      • Wake

      • Moscow

      • Samoa

      • Mountain

      • Ponape

      • Pacific

      • Guam

      • Apia

      • Alaska

      • Eastern

      • Palau

      • Azores

      • Atlantic

      • Paris

      • Sydney

  4. Once you have entered the callback information, click Save. The agent desktop displays a scheduled callback confirmation message.

    If the scheduled date or time is outside the contact window set by your manager, an error message appears. For more information about the contact window, see the Profiles section of the Administrative User Guide.


The system performs the following checks when you submit a callback:

  • Ensures that callbacks are scheduled on the original service where they were launched.
  • Ensures that the requested callback date and time are not in the past.
  • Ensures that the requested time is within the acceptable dialing window, as defined for that specific service if the callback is scheduled for the same day.
  • Ensures that compliance rules regarding permissible dialing windows are reviewed at the time an agent schedules a callback if the callback occurs on the same day.
  • The system only allows future callbacks up to 90 days in advance.